Navient Solutions LLC
The Consumer Insights professional plays a key role in helping Navient better understand our customers and the experiences that matter most to them. Through market research, customer insights, feedback programs, competitive analysis, and behavioral data, you'll uncover opportunities to enhance the borrower experience, inform marketing and product strategies, and drive business growth.
In this highly collaborative role, you'll gather and translate customer and prospect feedback into actionable insights that improve messaging, strengthen product offerings, and optimize the end-to-end customer journey. Partnering closely with teams across Marketing, Product, Analytics, Design, Engineering, Compliance, and Operations, you'll help ensure the voice of the customer is reflected in key business decisions.
Areas of Responsibility
Market Research & Consumer Insights
- Design and execute quantitative and qualitative research studies to understand borrower needs, motivations, and optimize messaging and positioning. This includes developing screener questions and surveys and moderating focus groups.
- Partner with other Marketing members to test and optimize messaging, positioning, and value propositions.
- Conduct customer segmentation analyses to identify target borrower groups and growth opportunities.
- Support borrower persona development based on research findings and behavioral data.
- Conduct competitive intelligence research on student loan providers and market trends.
- Deliver polished presentations summarizing research findings, business implications, and recommended actions.
Product Research & Customer Experience
- Own ongoing Voice of Customer (VoC) collection and analysis across application and servicing touchpoints.
- Partner with Product team to identify unmet borrower needs and prioritize product enhancements.
- Conduct concept testing for new loan products, features, and borrower benefits.
- Monitor customer satisfaction (CSAT), TrustPilot and customer effort metrics, identifying areas of opportunity or improvement.
- Launch HotJar or similar type survey tools to solicit in-flow/in-app feedback.
- Identify pain points within the borrower journey and recommend solutions to improve conversion and retention.
Analytics & Data Interpretation
- Analyze customer, application, origination data to identify trends and opportunities.
- Integrate primary research findings with operational, marketing, and business performance data.
- Develop dashboards/reports/presentations summarizing borrower insights and key market trends.
- Utilize statistical techniques to identify drivers of borrower behavior and marketing effectiveness.
- Translate complex data into actionable recommendations for business stakeholders.
Digital Experience & Product Optimization
- Utilize FullStory, Amplitude and other customer experience analytics platforms to identify, investigate, and resolve borrower journey friction points across acquisition and application experiences.
- Review and analyze borrower sessions, funnel performance, and behavioral data to uncover usability issues, optimization opportunities, and conversion barriers.
- Partner with Product, Engineering, Analytics, Design, and Marketing teams to troubleshoot application flow issues and recommend data-driven improvements.
- Translate customer experience observations into actionable product enhancements that improve marketing efficiency, conversion, customer satisfaction, and operational efficiency.
- Support pre- and post-launch testing efforts and monitor implementation success through borrower behavior and performance metrics.
Cross-Functional Collaboration
- Partner with Marketing, Product, Analytics, and Compliance teams.
- Facilitate stakeholder interviews and research workshops to define business questions and success metrics.
- Present findings and recommendations to senior leadership.
- Ensure research initiatives align with business objectives, borrower needs, and regulatory requirements.
Minimum Requirements
- Bachelor’s Degree (Additional equivalent experience above the required minimum may substitute).
- At least 4 years of experience in market research, customer insights, consumer research, UX research, or a related field.
- Experience conducting both qualitative and quantitative research.
- Experience designing customer prospect surveys, interviews, focus groups, and customer feedback programs.
This role is open to Mid‑level candidates; final level will be determined based on experience and qualifications.
Preferred Qualifications
- Product metrics experience.
- Experience in financial services/student lending.
Key Capabilities
- Audience definition, screener development, recruitment oversight
- Moderating skills, including 1:1, group, remote, usability, and persona work
- Quantitative survey design and development
- Fielding quantitative surveys
- Quantitative data analysis
- Entrepreneurial ability creating internal research products
- Presentation skills and storytelling skills — to both tactical teams and leadership
- Report writing
- Problem solving skills
- Ability to translate customer insights into business recommendations
- Experience with Usertesting.com, FullStory, Amplitude, Hotjar or like software
In addition to meaningful work, Navient offers a benefits package designed to support balance, flexibility, and long‑term wellbeing.
Benefits designed with balance in mind.
Navient’s benefits are thoughtfully designed to support employees from day one, with an emphasis on stability, flexibility, and long‑term support. From health coverage to financial security and time away, our approach is simple: provide meaningful support that helps work feel sustainable.
What’s included:
Paid time off that begins accruing on Day 1, plus My Day and paid company holidays.
Medical, dental, and vision coverage for eligible employees and dependents, with access to health advocacy support.
A 401(k) plan with employer match to support long‑term financial security.
Company‑paid basic life insurance and short‑ and long‑term disability coverage.
Employee Assistance Program (EAP) and wellbeing resources, including digital health and chronic‑condition support.
Family planning resources.
Pet insurance.
Learning, development, and career growth opportunities through tuition reimbursement and our e-learning platform.
IMPORTANT NOTICES:
All offers of employment are contingent on standard background checks. Depending on the needs of our business, the successful candidate may be subject to further background checks to determine eligibility and suitability.
EOE Race/Ethnicity/Sex/Disability/Protected Vet/Sexual Orientation/Gender Identity. Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.
is a drug free workplace.
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